Last updated: 19/12/2022
This Online Service "Reporting the loss or theft of a driving licence and/or a registration certificate" is operated by the Driver and Vehicle Licensing Office of the State of Monaco.
Driver and Vehicle Licensing Office
23 avenue Albert II
DIRECTOR OF PUBLICATION
Digital Services Department
Mr Julien DEJANOVIC
2 rue du Gabian
Immeuble "Les Industries" 98000 MONACO
Phone: (+377) 98 98 40 26
Postal address: Direction des Services Numériques, 2 rue du Gabian, Immeuble "Les Industries", BP 673, 98014 MONACO CEDEX
Contact form: click here
Information Technologies Department
23 avenue Albert II
Phone: (+377) 98 98 81 14
Postal address: Direction des Systèmes d’Information, 23 avenue Albert II, BP 699, 98014 MONACO CEDEX
Contact form: click here
The ToU apply to all Users, who are required to accept them on connecting to the Online Service for the first time, by checking a box in order to access the service "Reporting the loss or theft of a driving licence and/or a registration certificate".
The User confirms that they have read and understood these ToU in their entirety before using the Online Service and undertakes to comply with them.
Pursuant to Article 46(2) of Sovereign Ordinance No. 3,413 of 29 August 2011 implementing various measures concerning relations between the Government and citizens, the ToU of the Online Service applicable to the User are those accessible electronically on the day on which the User uses said Online Service.
The ToU are applicable at all times while using the Online Service.
The Government reserves the right to make changes to these ToU at any time, including where changes are made to the service provided by the DVLO. The amended ToU will apply with immediate effect on their publication on the Online Service, and will supersede all other versions.
Pursuant to Article 43(2) of Sovereign Ordinance No. 3,413 of 29 August 2011 implementing various measures concerning relations between the Government and citizens, the creation of this Online Service does not preclude the User from completing the procedure by means other than the Online Service.
The User may opt to stop using the Online Service at any time, but remains responsible for any prior use. To complete their procedure by means other than the Online Service, the User must send their request to the Driver and Vehicle Licensing Office via the corresponding form available on the Public Service Website, by clicking here, or by email to the address email@example.com, by post, or in person at the Driver and Vehicle Licensing Office.
For all requests for information or claims, the User is invited to use the contact form by clicking here
The following words and phrases, beginning with a capital letter, whether used in the singular or plural, are employed herein with the meanings specified below:
- "Government": the Government of Monaco
- "DVLO": the Driver and Vehicle Licensing Office of the Ministry of Public Works, the Environment and Urban Development (Service des Titres de Circulation du Département de l'Équipement, de l'Environnement et de l'Urbanisme)
- "ACPR": the Autorité de Contrôle Prudentiel et de Résolution (Prudential Supervision and Resolution Authority), is responsible for supervising the activity of banks and payment service providers in France and Monaco
- "Strong Authentication": an identity verification system designed to improve the security of online payments
- "Personal Account": account created by the User enabling access to MonGuichet.mc
- "Procedure": all of the actions and interactions that an individual or business can engage in with Monaco’s government departments. Public Service procedures can be accessed from the Public Service website by clicking here Procedures which can be carried out online are those which can be carried out electronically using an Online Service
- "Personal Data" or "Personal Information": any information relating to an identified or identifiable individual ("data subject"). An "identifiable individual" is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that individual
- "PSD2": the second Payment Services Directive, which introduced security standards for online payments to improve the security of bank transactions
- "PCI DSS": Acronym for "Payment Card Industry Data Security Standard". The standard defines security controls and processes intended for all entities involved in payment account processing
- "Online Service": generally, as defined by Ordinance No. 3,413 of 29/08/2011, amended, implementing various measures concerning relations between the Government and citizens, this term refers to "[…] any information system enabling Users to carry out administrative formalities or Procedures or to make payments electronically"; in this case, it refers to the Online Service "Reporting the loss or theft of a driving licence and/or a registration certificate"
- "Payment Service Provider"s: an entity accredited by the ACPR (for France and Monaco) and regulated by the European PSD2 (which also applies to Monaco) to offer online payment services
- "Verification Transaction": for an online payment, the step which entails checking the validity of the payment card supplied by the User and recording the card details for future payments
- "Payment Transaction": for an online payment, the step which entails making the actual payment of the fees for the procedure. The Payment Transaction is always preceded by the Verification Transaction
- "User": any natural person over the age of 18 using the Online Service
3. ACCESS TO THE ONLINE SERVICE
The Online Service may be accessed free of charge by Users with an internet connection. Any costs incurred when accessing the Online Service (cost of hardware, software, or internet access) are exclusively borne by the User. They will under no circumstances be reimbursed by the Government. The User is also fully responsible for ensuring that their computer equipment and internet access function correctly.
In order to use the Online Service, the User must confirm their identity via a Personal Account available on the website MonGuichet.mc. This account must be created if they do not already have one, or do not wish to use an existing account.
The User undertakes to inform the Government immediately of any unauthorised use of their personal account. The Government accepts no liability for any damage caused by unauthorised use of the username and password.
The Government reserves the right to refuse access to the Online Service unilaterally and without notice for any User who fails to abide by these ToU.
The Government also reserves the right to cancel access to the Online Service without notice or compensation, in the event that it is used illegally or in a manner that breaches human rights or the interests of third parties more generally.
For information, and without any binding guarantee from the Government, the Online Service is open 24/7, except in cases of force majeure, unforeseen circumstances, or where prevented by the actions of third parties, such as those usually provided and defined by Monegasque case law. Similarly, the Government reserves the right to suspend the Online Service for maintenance, updates, or for any reason, entirely at its own discretion.
The Government is therefore not bound by any duty of performance with regard to access to the Online Service, and under no circumstances accepts liability for any interruptions in such access or consequences thereby arising.
On visiting the Online Service, an introductory page displays information about the context, principles, and conditions of the procedure.
The Online Service homepage comprises the main menu of the Online Service, where the User is able to begin an application or view previous applications. From this page, the User may also unsubscribe from the Online Service.
The application submission form consists of five (5) steps: (i) Your information, (ii) Owner of document(s), (iii) Application for duplicate document(s), (iv) Delivery address, (v) supporting documents and (vi) summary of the application.
To finalise an application, the User must provide a valid payment card, the details of which will be verified and saved in order to pay the fees later on.
A sales funnel enables to do this in two (2) steps:
- (i) The "Applications requiring payment" step enables the User to view any applications for which fees need to be paid
- (ii) The "Payment" step enables the User to provide their payment card details, which will be used to pay the fees later on
After the second step, a dedicate page informs the User of the result of the transaction carried out at the "Payment" step.
For a given application, a confirmation email is sent to the User if the transaction carried out at the “Payment” step was successful.
Any application not finalised by the User will not be processed by the DVLO. An application for which a valid payment card is not provided will expire after thirty-five (35) days.
The status of the application will be updated to reflect actions taken by the User or the DVLO. If an application is incomplete or if the documents provided cannot be used (e.g. if they are illegible, unsuitable, etc.), the DVLO may contact the User to ask for additional information.
At different stages in the application process (refused, accepted, or closed), one or more documents are made available to the User in the User area of the Online Service (on a durable medium in PDF format). The User is notified of this by email.
3.3 Data retention
Any Personal Account which remains unused for a period of more than three (3) months will be automatically unsubscribed. The User will be sent an email informing them that their account is to be unsubscribed.
Automatic unsubscription of the Personal Account by the Government will result in all of the User’s Personal Data on the MonGuichet.mc website being deleted within ten (10) days.
Online Service data
Automatic unsubscription of the Personal Account by the Government will also result in automatic unsubscription from all Online Services previously used by the User within ten (10) days. The User will be sent an email informing them that they are to be unsubscribed from each Online Service.
When the User unsubscribes from the MonGuichet.mc website, the Government will also immediately unsubscribe them from all Online Services previously used by them.
In both cases, the process of unsubscribing from the Online Service causes all of the User’s Personal Data and all documents provided to the Government in connection with the use of this Online Service, to be deleted permanently.
Online Service login and usage data
The technical login and usage data relating to the Online Service are kept for thirty (30) days.
4. UNDERTAKING ON THE USE OF THE ONLINE SERVICE AND ITS CONTENT
The Government reserves the right to suspend, interrupt, or restrict access to all or part of the Online Service at any time and without prior notice, and for a period of its choosing (including permanently). The User is informed that the Government may terminate or change the features of the Online Service at any time and without notice.
The User agrees not to commit any illegal or fraudulent acts on the Online Service.
The User undertakes to enter the information required for the procedure at his/her own liability, under his/her own control and direction, to provide complete, accurate and up-to-date information, and to refrain from using another person’s identity.
Particularly for online payments, the User may submit an application for themselves or on behalf of a third party (e.g. agents). In all cases, the User who has logged in is considered to be the holder of the payment card used.
Such acts include, but are not limited to: transmission by email or otherwise of content intended to persecute, harass, bully, defame, discriminate, or insult, or the transmission of any other information or opinions of a personal nature concerning one or more individuals or which infringe human rights or harm Users who are minors.
All correspondence must be courteous and observe the basic rules of civility.
5. PRINCIPLES AND CONDITIONS OF ONLINE PAYMENT
Where fees payable as part of the "Reporting the loss or theft of a driving licence and/or a registration certificate" are paid online, a CB, MASTERCARD, or VISA payment card must be used. Payments must be made in euros.
Fees are paid in two sequential steps.
Firstly, a Verification Transaction is carried out to verify the validity of the payment card provided by the User and to save the card details for subsequent payments. This step, which is carried out using the payment card details provided by the Users, occurs at the end of the procedure and allows an application to be finalised. The Verification Transaction does not cause payment to be taken from the User’s account.
Secondly, a Payment Transaction is carried out to effect payment of the fees applicable to the procedure. This step is carried out at the end of the procedure, once the Government has processed and validated the application.
The Verification Transaction implies a Strong Authentication procedure in compliance with the second Payment Services Directive (PSD2) (EU) 2015/2366 of 25 November 2015, which can be viewed by clicking here
In order to ensure strong authentication for the Verification Transaction, the identification details (first name, last name) and contact details (postal address and email address) of the MonGuichet.mc account holder logged in are supplied to the Payment Service Provider.
The payment card details (full number, holder’s name, expiry date, and security code) are processed directly by the Payment Service Provider. The Online Service never has access to or keeps the number and verification code of payment cards used. Consequently, the Government declines all liability in the event that the User’s bank details are compromised, for example due to fraudulent use of a payment card or a security flaw for which the Payment Service Provider is liable.
The User undertakes to enter the details required for the online payment at their own liability, under his/her own control and direction, to provide complete, accurate and up-to-date information, and to refrain from using another person’s identity. In particular, only the holder of a payment card is authorised to supply and use the payment card details for a payment.
Full secure management of online payment is handled by the Payment Service Provider MONETICO PAIEMENT - Groupe CIC Crédit Mutuel - www.monetico-paiement.fr
MONETICO PAIEMENT is an online payment solution provided by EURO-INFORMATION EUROPEENNE DE TRAITEMENT DE L'INFORMATION, a technology subsidiary of CREDIT MUTUEL (PCI DSS certified), and distributed by CREDIT MUTUEL and CIC (ACPR accredited).
Details of MONETICO PAIEMENT’s general data retention policy can be found by clicking here
6. ONLINE PAYMENT NOTIFICATION
After the Verification Transaction has been completed with the Online Service, the User will receive notification indicating whether the transaction was successful or unsuccessful.
If it was successful, the User will receive a verification transaction receipt by email from MONETICO PAIEMENT. If it was unsuccessful, the User will be invited to provide a valid payment card.
Once approved, the payment card stored can be used only for associated applications and for a period of thirty (30) calendar days. This period may be shortened if the payment card expires within thirty (30) calendar days.
The Payment Transaction is initiated when an application is approved.
If it was successful, the User will receive a payment transaction receipt by email from the Online Service. If it was unsuccessful, the User will be invited to provide a valid payment card.
Payment of fees is confirmed by the payment receipt (récépissé de versement) showing the detailed breakdown of fees paid. This payment receipt is available on a durable medium in PDF format and can be downloaded from the "View application" link in the User area of the Online Service, which can itself be accessed via the "View" icon for a period of 3 (three) months from the final status of the application.
This Online Service does not allow fees to be refunded to the payment card used. Refund requests must be made via the Online Service "Requesting a reimbursement of fees paid to the Driver and Vehicle Licensing Office" by clicking here
7. PAYMENT TERMS
7.1 Amount of fees
The amount of fees for licences issued by the Driver and Vehicle Licensing Office is fixed by Ministerial Decree No. 2012-682 of 15 November 2012 setting fees for administrative documents established or issued by the Driver and Vehicle Licensing Office. Fees displayed on the Online Service are shown in euros. The amount of fees can be viewed by clicking here
Fees due are solely those applicable on the date the application is finalised. The application is finalised by means of a successful Verification Transaction, that is to say where the User has provided a valid payment card.
Where a new payment card is provided (that is to say where the previous card provided could not be used owing to an expired card or insufficient funds, for example), the fees due will be those applicable on the date a valid payment card is provided.
7.2 Providing a valid payment card
The User may submit one or more applications via the Online Service. These applications are automatically placed on the "Applications requiring payment" page of the Online Service, which can be accessed via the "Payment card" icon in the section "Application(s) awaiting actions from you". A detailed summary of applications for which payment is outstanding can be found on this page.
In order for an application to be processed, a valid payment card must be provided. This card may be used for one or more applications.
The User provides their payment card details on the "Payment" page of the Online Service. Information about fees payable is displayed before the User is invited to enter their payment card details.
An application for which a valid payment card has not been provided will expire thirty-five (35) days after the date on which a non-finalised application was made, or the date on which the request to provide a valid payment card was notified to the User.
7.3 Payment of fees
When an application is approved, the Payment Transaction is carried out by charging the applicable fees to the User’s payment card.
If the transaction is unsuccessful for reasons attributable to the User (e.g. expired card, insufficient funds, etc.), the User will be invited to provide a valid payment card.
If an application is not processed within thirty (30) days of being finalised, it will be processed without the requirement to provide a valid payment card. If the application is approved, the User will once again be invited to provide a valid payment card.
In both cases, the Payment Transaction will be carried out immediately after the Verification Transaction except, for security reasons, where the Verification Transaction is carried out between the hours of 22:58 and 00:00, in which case the transaction Payment will be carried out the following day from 00:01 hours.
The reference "STC GOUV MC" will appear on the User’s bank statement, enabling them to identify a Verification or Payment Transaction.
8. INTELLECTUAL PROPERTY
All elements of the Online Service are and remain the exclusive intellectual property of the Government.
All of the rights associated with any content published on this Online Service are the exclusive property of the Government, except where it is explicitly indicated that the rights belong to a third party. This includes, but is not limited to, all texts, comments, titles, names, photographs, sounds, images, data, drawings, animated sequences with or without sound, videos, functions and charts, which are protected by the legislation on copyright protection in force in Monaco.
With the exception of official documents, any use, representation, transformation, reproduction, adaptation or dissemination, in whole or in part, of any element or content from this Online Service on any media and via any procedure is prohibited and constitutes a criminal offence that will be prosecuted by the Monaco courts, unless express permission is obtained from the Government.
The User shall therefore refrain from any action intended to appropriate or attempt to appropriate unduly any information or file content, including for the purpose of creating a documentary database or reconstituting all or part of the original files.
Marks and/or logos owned by the Government and appearing on this Online Service are protected by statutory provisions applicable in Monaco. Any reproduction of these marks and/or logos, in whole or in part, without the permission of the owner, is a criminal offence and will be prosecuted by the Monaco courts.
9.1 User’s liability
The User is solely liable for the procedures they undertake, for their use of the Online Service, and for the direct or indirect consequences of such use. The User must use the Online Service in accordance with applicable laws and regulations, including the recommendations of the Monegasque data protection authority, the Commission de Contrôle des Informations Nominatives (ccin.mc). Under no circumstances may the Government be held liable for any damage of any kind which may result from the use of the information provided. The User shall hold the Government harmless against any claim and or legal action or any kind resulting from any breach of these provisions. The Online Service must not be used in an abusive or malicious way.
Generally, the User undertakes to use the Online Service:
- In accordance with Monegasque laws and regulations, the rights of third parties, and intellectual property rights
- Fairly and in accordance with its intended purpose
- At their own risk
The User is invited to report any problem or content that appears to be unlawful, offensive, distressing, or indecent via the contact form by clicking here. The Government may take any steps it deems necessary in the event that the Online Service is found to have been used unlawfully or without permission.
9.2 Government’s liability
The User acknowledges and accepts that, with regard to the Online Service, the Government may not be held liable in the event of hacking, alteration or misuse of data or the network, or any use that is unlawful or harmful to a User or to a third party.
The Government shall not be liable to the User for damage of any kind, direct or indirect, resulting from use of the Online Service or from the unavailability of the Online Service.
Furthermore, the Government shall not be liable for any delay or fault caused by force majeure, events beyond its control, or actions or omissions by the User or a third party.
The Government shall endeavour to ensure that the information published on this Online Service remains accurate and up-to-date, but accepts no responsibility for any use made of erroneous or outdated information.
10. ONLINE SERVICE SECURITY
The Online Service requires a sufficiently fast internet connection and equipment and resources enabling Users to access and browse the Online Service.
The User is aware of the risks associated with using the internet, and accepts the corresponding limitations and risks.
The Government makes every effort to secure the Online Service with regard to the risks involved and the nature of the data processed.
The User may not fraudulently access or remain in any part of the Online Service, delete or modify data contained on the Online Service, place data on the Online Service fraudulently, or alter the Online Service or disturb its proper operation.
The User undertakes not to attempt to modify or manipulate the pages of the Online Service in order to conceal, hijack, or modify them.
It is strictly prohibited to: (i) reproduce, modify, adapt or alter the Online Service and/or its content; (ii) access or seek to access the Online Service’s source code using decompilation, reverse engineering or any other technique or method; (iii) make accessible or send parts of the Online Service or content to which access is restricted to third parties; (iv) use the Online Service for an unlawful purpose, to which end Users undertake not to include any false, incomplete or inaccurate information, or any virus, Trojan horse, worm, time bomb or any other programme designed to damage, produce a harmful effect, intercept or block any system, data, or Personal Information.
Where necessary, the User must have a secure connection or network, antivirus software, and an up-to-date operating system to protect the Government, as far as possible, from any damage relating to insecure use of the Online Service. The User undertakes to take all appropriate steps to protect their data and hardware, and is responsible for the security of their data and the network they use at their own risk.
In the event that the User becomes aware of an event that could compromise the security of the Online Service, such as an error, fault, malfunction, hacking, loss of data, vulnerability or irregularities, they are invited to get in touch with the Government immediately by clicking here
11. PERSONAL DATA PROTECTION
Pursuant to personal data protection regulations applicable in the Principality of Monaco, Personal Data obtained via this Online Service are collected by the DVLO which acts as data controller.
11.1 Purpose of processing
As part of the provision of this Online Service, the DVLO processes Personal Data for the purpose of the procedure "Reporting the loss or theft of a driving licence and/or a registration certificate online".
This processing enables the User to:
- Submit one or more applications for themselves or on behalf of a third party
- Provide payment card details in order to pay the fees applicable to the procedure
- Access the Online Service and their history of applications and payment receipts
11.2 Justification for processing
The processing of data is part of the Government’s remit. It is justified by the pursuit of the Government’s legitimate interests:
- To provides Users with a modern, eco-friendly, economical, and secure means of completing and paying for administrative procedures
- To simplify Users’ administrative procedures by enabling them to complete formalities electronically and remotely in accordance with Sovereign Ordinance No. 3,413 of 29 August 2011 implementing various measures concerning relations between the Government and citizens
- Furthermore, the processing is also justified by the prior consent given by Users for the processing of their Personal Data by checking a box
11.3 Mandatory nature of information requested or collected
Some of the information collected via this Online Service is mandatory and required in order to process and pay for applications, and also in order to reply to any question or query raised by the User (e.g. first name, last name, postal address, email address, etc.). If mandatory fields in the form (those marked with a *) are not completed, the Government may be unable to process the application and pass it to the appropriate department.
11.4 Identity of recipients
The Personal Data processed as part of the Online Service’s functions and features is intended for the Government only, and is not passed to third parties for commercial or advertising purposes.
The Government undertakes not to disclose these data to third parties, except where permitted by law. The Personal Data collected will also be disclosed solely to authorised personnel of the State of Monaco (Digital Services Department and Information Technologies Department), in strict compliance with applicable provisions and for support and maintenance purposes.
In order to ensure strong authentication for the Verification Transaction, the identification details (first name, last name) and contact details (postal address and email address) of the Online Service account holder logged in are supplied to the Payment Service Provider.
The payment card details (full number, holder’s name, expiry date, and security code) are processed directly by the Payment Service Provider. The Online Service never has access to or keeps the number and verification code of payment cards used.
Details of MONETICO PAIEMENT’s general data retention policy can be found by clicking here
11.5 Retention periods
The information provided by the User in the course of making and processing an Application, and paying the associated fees, is kept for a period of 3 (three) months from the final status of the application.
The technical login and usage data relating to the Online Service are kept for thirty (30) days.
Information collected via cookies and which is necessary for the Online Service to function correctly, is kept for a maximum of thirteen (13) months.
11.6 User’s Personal Data rights
Under Personal Data protection provisions applicable in the Principality of Monaco, data subjects have the right to access or oppose the use of their Personal Data, and the right to ask for their Personal Data to be rectified, updated, or deleted if they are incomplete or out of date.
The User is also informed that they may withdraw their consent at any time.
To exercise these rights or for any questions about the processing of their Personal Data as part of the Online Service, the User may submit a written request using the contact form provided by clicking here, by sending an email to firstname.lastname@example.org, or by post to: Service des Titres de Circulation, 23 avenue Albert II, 98000 MONACO, clearly indicating the nature of the request, and their first and last names.
To ensure that the response remains confidential and is sent only to the data subject, those submitting requests may be asked to provide proof of their identity, in black and white.
Individuals who have exercised their rights but feel, after contacting the Government, that their rights have not been respected, may submit a complaint to the Commission de Contrôle des Informations Nominatives (ccin.mc).
11.7 Security of processing
The State of Monaco takes appropriate physical, technical, and organisational steps to ensure the security and confidentiality of Personal Data, notably in order to protect them against any loss, accidental destruction, alteration, or unauthorised access.
12. FALSE STATEMENTS
The User solemnly declares that they are aware of the penalties provided by Articles 90 et seq. of the Criminal Code of Monaco in case of false statements.
The creation of hyperlinks to this Online Service does not require prior authorisation from the Government, and is permitted for any media, with the exception of those disseminating information of a controversial, pornographic, or xenophobic nature, or which may more cause wider offence. The State of Monaco should be clearly mentioned in the link. The Government reserves the right to request removal of all existing links which contravene the Online Service’s purpose.
The Government’s Online Service may contain hypertext links to third-party websites. The Government does not control these websites and may under no circumstances be held liable in any way for their content.
The Government may not be held liable for any damage or loss that may result from or be connected with the use of these external websites. Users of the Online Service bear full liability for and assume the risks of using these third-party websites. The Government accepts no liability whatsoever.
Any User of the Online Service is invited to contact the Government in the event that a link fails to work, using the contact form by clicking here
14. GENERAL PROVISIONS
Article or clause titles are shown for information purposes only. They have no contractual value.
In case of difficulty in interpretation between the titles of articles or clauses and the text of their content, the text shall prevail.
Forbearance in enforcing the provisions of these ToU may not under any circumstances be considered as the Government relinquishing its right to avail itself of them at a later date.
The ToU are written in French and English. In the event of a conflict of interpretation between the different language versions, solely the French version shall have legal force. The French version of the ToU can be found by clicking here
16. COMPETENT JURISDICTION
All disputes relating to the use of the Online Service are subject to the laws of Monaco and the exclusive jurisdiction of the courts of Monaco.
Where an amicable settlement cannot be reached, in the event of a dispute as to the interpretation, formation, validity, or performance of these ToU, Users expressly submit to the exclusive jurisdiction of the competent courts of the Principality of Monaco, even where there is more than one defendant.